Social Media, Community, and Webinar Support

The Social Media, Community, and Webinar Support team plays a key role in maintaining engagement and ensuring smooth communication across all public and private communities under Ecom Family Academy and its associated brands.
This role focuses on responding to public inquiries, assisting students within Facebook and ---------- communities, and providing live support during webinars and online events. The goal is to create a positive, supportive, and organized experience for both prospects and existing students.

Key Responsibilities
Social Media Management
Monitor and manage public social media channels through Meta Business Suite and Hootsuite.


Respond in a timely manner to comments and direct messages, addressing questions or concerns in a friendly and professional manner.


Identify and engage with potential leads by sending webinar or event registration links directly.


Maintain brand consistency by responding in a friendly, conversational manner that aligns with the company’s values and professionalism.


Community Management (Facebook and ---------- )
Approve, decline, or remove posts in Facebook and ---------- communities based on relevance, tone, and compliance with community rules.


Respond to student questions and comments within communities, ensuring accurate and timely assistance.


Escalate inquiries that require detailed troubleshooting or account review to the appropriate departments such as the Email Team, Fast Track, or Coaches.


Encourage healthy engagement, guide discussions, and ensure a supportive learning environment.


Webinar and Event Support
Provide live chat moderation during webinars, summits, and classes by assisting attendees with basic questions or minor technical concerns.


Coordinate with the host to drop purchase or registration links during event pitches.


Notify the host of any technical issues, chat disruptions, or student concerns during live sessions.


Maintain professionalism and discretion throughout live events to support a smooth attendee experience.


Collaboration
Communicate regularly with internal departments such as Email Team, Fast Track, and Coaching to ensure seamless handling of escalations and inquiries.


Collaborate with other support staff to align updates and maintain consistent communication quality across all platforms.



Qualifications
Strong written and verbal English communication skills.


Proactive, confident, and willing to speak up when issues arise.


A team player with the ability to coordinate across multiple departments simultaneously.


Highly organized and able to multitask in fast-paced, dynamic environments.


Flexible schedule and availability during weekends or event days.


Must be comfortable working remotely full-time.



Preferred Skills
Experience in customer service, community moderation, or online event support.


Familiarity with social media tools such as Meta Business Suite, Hootsuite, and Facebook Group management.


Basic knowledge of GHL (GoHighLevel), Zoom, Google Sheets, ClickUp, and Slack.


Background in BPO or customer-facing roles is a plus.


Ability to troubleshoot basic attendee issues during webinars is an advantage.


Experience writing short community replies or announcements is a plus.



Tools and Platforms
Meta Business Suite


Hootsuite


GoHighLevel (GHL)


Zoom


ClickUp


Google Sheets


Slack



Facebook Groups



Work Setup
Full-time


Remote position


Flexible work hours (including weekends during webinars and events)